As a competitive company, you must ensure that customers find it easy to interact, shop and communicate with you. The more streamlined and straightforward this process is, the more are your chances of retaining that customer and making money. If you have a solid understanding of the visiting customers, you can plan strategies to boost your sales effectively.
A solid way to improve customer engagement and experience is through co-browsing, the newest trend in virtual connectivity. This article will educate you on all there is to know about co-browsing and how you can use it to your benefit.
What is co-browsing?
Co-browsing is a handy tool that allows the customer service representatives to stay connected with the customer in real-time. This process works through a browser and doesn’t require installing any additional software. The representative can collaborate with the caller to identify issues, offer a solution or take actions on their behalf.
It is not just limited to the customer service industry but has several other applications too. For example:
- Suppose your mom doesn’t understand how a website works, and she calls you while you’re at the office. We can imagine this conversation being incredibly tedious because you don’t have visual access to what she wants to show you. Co-browsing bridges this gap and allows full communication for quick and easy solutions between the two people.
- A recently employed coworker needs help from you to understand the company software, but since everybody is working from their homes, how do you train them? Enter co-browsing. You can both open the browser and share the link to access the UI that makes the process much more streamlined for you and the trainee.
How does co-browsing help?
Most companies are trying to refine their AI to handle customer interactions better, but things don’t look so good by far. Although AI-based chatbots are helping create a personalized user experience for the visitors, is that enough? With co-browsing, you can elevate your business practice to another level and gain a competitive edge in the market.
Here are some key benefits of implementing a co-browsing setup:
- First and foremost, co-browsing is a reliable real-time service tool allowing complete engagement with little to no communication gaps. You can use audio, video, and chat to identify the problems and effectively deliver solutions.
- It improves the ratio of solved issues on the first try. First Contact Resolution (FCR) is vital in improving customer relations and building solid credibility for yourself.
- As the service agent has complete visual access to the interface, they can quickly and easily identify issues, making the process much faster than traditional customer support methods.
- Personalization goes a long way when dealing with your customers, and co-browsing is all about that. You can tailor your conversations to cater to the needs of a specific individual, making them feel unique about the whole experience. People are more likely to continue using your services if their experience keeps getting better.
Why Should You Opt For Co-Browsing Today?
Whether you want to stand out from your competitors or improve your already existing infrastructure, co-browsing can be a perfect addition to your business practice. Here are some points that make it invaluable to most SMEs and large organizations:
- No need to install additional software. It works directly from the browser through a peer-to-peer connection.
- Taking actions on behalf of the user, such as switching pages or marking the appropriate option.
- You can identify and highlight the crucial areas that you want customers to follow so they never feel lost during the process.
- Benefits from in-app chat allowing you to exchange texts through a mobile SDK.
- You can mask users’ sensitive data from the representatives by blurring it out on their screens. This way, your customer information stays safe and sound.
- Security is a big concern when it comes to strengthening customer relations. One mistake on your part, and you may lose a customer forever. However, co-browsing ensures a tight security layer and encrypted exchange of information so crucial details stay safe.
Conclusion:
Customer engagements are critical to a business’s growth, and to refine these engagements, you need co-browsing. And you want to know the best part? It’s super easy. Just head over to CoPointer.com and follow the instructions to set everything up. Pave the way for your business to increase customer satisfaction and keep expanding for incredible profits.